Issue 14940

Portal user cannot reset their password

Reporter: ahahn
Type: Bug
Summary: Portal user cannot reset their password
Priority: Major
Resolution: Fixed
Status: Closed
Created: 2014-01-27 10:30:46.76
Updated: 2014-01-27 15:57:36.327
Resolved: 2014-01-27 15:57:36.305
Description: A user reports through helpdesk that they cannot reset their password, because the link received through email (step 4 below) does not open the account page allowing password reset, but instead redirects to If this is something we cannot reproduce (I could not), what other way is there to suppy the user with a password?

Guidelines provided through helpdesk (with screenshots):
1) From the login page, click on "Forgot your password?" (ResetPassword_01.png)
2) Enter either your user name or your email, and click on "Reset my password" (ResetPassword_02.png)
3) At this point, you will be sent back to the login page, with a status message "Further instructions have been sent to your e-mail address"
(ResetPassword_03.png). You can close this page now, it will no longer be needed. Instead, in your email client, find the email that you just received (or will very shortly receive) in response to your request.
4) Make sure the email is a recent one, not one relating to a previous attempt. Click on or copy/paste the link (ResetPassword_04.png). Once the linked page opens in your browser, do not navigate away from it or close it until you have completed the password reset - it only works for one singe access.
5) When you open the link from the mail, you should see a message at the top stating "You have just used your one-time login link. (...)". Further down on the page, two empty text entry boxes request to enter a password and then confirm by entering the same password again (ResetPassword_05.png).
6) Enter your chosen password here twice (ResetPassword_06.png), and then also remember to click the "save"-button at the bottom of the page. You are now automatically logged in to, and should see your user name appear at the top right of pages. This means that also your download history ( should be accessible now.

Comment: Password reset supplied through user administration page. 
Created: 2014-01-27 13:59:45.496
Updated: 2014-01-27 13:59:45.496

Created: 2014-01-27 15:57:36.325
Updated: 2014-01-27 15:57:36.325
I can't reproduce the problem either.

Thanks for supplying the user with a new password.